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Rail delay compensation claims 2019-20 rail periods 8-10 (13 October 2019 to 4 January 2020) Publication date: 2 April 2020 Next publication date: 25 June 2020 Background Between 13 October 2019 and 4 January

This factsheet contains information on 2020 (2019-20 rail periods 8 to 10): delay compensation claims made by passengers on rail services in Great There were 1.8 million delay compensation Britain. These statistics contain: claims closed by train operators.  Delay compensation claim volumes (received and closed per rail period); This is an increase of 51.0% from 1.2 million claims  The response rate of those claims during the same three rail periods in 2018-19. closed;  The volume of those claims closed This is primarily due to some train operators which were approved. moving to Delay Repay 15, which means more passengers were eligible for delay compensation. Train operators have a target to process

delay compensation claims within one So far in 2019-20 (P1-10) there have been 4.5 month of receipt. This is specified in condition 33.2 of the National Rail million claims dealt with by train operators, this is Conditions of Travel (NRCoT). 5.9% higher than the equivalent time (P1-10 2018-

Definitions Overall, 98.4% of delay compensation claims were closed within 20 working days. Volume of claims closed: The claim is closed when the train This is an increase of 4.6 percentage points from operator issues payment for a the same three rail periods in 2018-19. successful claim or when the passenger 18 out of 23 train operators either increased or was informed that their claim was maintained their response rate within 20 working rejected. These statistics include claims made by passengers, regardless of train operator delay compensation scheme. Of these claims closed, 84.4% of claims were approved by train operators. Claims closed within 20 working days (percentage): ORR use 20 This is an increase of 2.3 percentage points from working days as a proxy for the one the same three rail periods in 2018-19. month target referred to in the NRCoT.

Volume of claims approved: The volume of delay compensation claims closed where the passengers claim has been successful and approved.

Responsible Statistician: Christopher Casanovas Public Enquiries: E-mail: [email protected] Media Enquiries: Tel: 0207 282 2094 Website: https://dataportal.orr.gov.uk/

Delay compensation claim volumes  An increase in delay compensation claims between within 2019-20 rail periods 8-10 compared to the same time last year is mainly due to a number of train operators switching to Delay Repay 15 (DR 15) compensation scheme throughout the past year. The switch to DR 15 means the threshold to claim compensation is lower (15 minutes), whereas previously it was 30 minutes in most cases, therefore more passengers are eligible to claim delay compensation.

 ORR train punctuality statistics show that 97.8% of recorded station stops were arrived at early or within 15 minutes after the scheduled arrival time in 2019-20 Q3 (Oct-Dec). This is similar to the 98.0% of stops arrived at within 15 minutes in the same quarter the previous year. These statistics cover broadly the same timescale as periods 8-10 within this factsheet.

 An increase in claims dealt with by Trains (WMT) also contributed towards the national increase in delay claims. WMT closed almost 227,00 delay compensation claims between 2019-20 P8-10, which was just over 177,200 claims higher than the same time last year. The punctuality statistics show WMT punctuality and reliability have both deteriorated in 2019-20 Q3 (Oct-Dec) compared to Q3 last year1.

Volume of delay compensation claims closed and response rate within 20 working days by rail period, Great Britain, 2018-19 P1 to 2019-20 P10 98%100% 99%100%99% 99% 99% 99% 97% 97% 95% 97% 97% 96% 96% 96% 97% 97% 97% 800,000 94% 100.0% 91% 91% 89%

90.0% 700,000 A number of train operators moved to 80.0% 600,000 May 2018 timetable change caused a DR 15 through out 70.0%

500,000

2019-20. 660,663 spike in claims 60.0% 648,481

400,000 50.0% 571,636 568,561 555,332 538,716

40.0% 300,000 462,317 457,223

420,097 30.0% 402,521 399,667 387,453 385,383 382,028 379,317

200,000 373,616 370,961

338,294 20.0% 336,210 330,637 300,562 295,553 100,000

10.0% 233,966

- 0.0% P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 2018-19 2019-20 Volume of claims closed Response rate within 20 working days

Volume of claims Volume of claims closed and delay closed and delay Volume This table shows train Train operator compensation compensation increase operators that have scheme, 2018-19 rail scheme, 2019-20 rail changed to a DR 15 periods 8 to 10 periods 8 to 10 delay compensation 97,911 (DR 30) 171,691 (DR 15) 73,780 scheme in the past year. Railway 19,247 (DR 30) 72,454 (DR 15) 53,207 All these operators have Great Western Railway 40,914 (Traditional) 96,523 (DR 15) 55,609 shown an increase in the Greater Anglia 87,245 (DR 30) 143,183 (DR 15) 55,938 volume of claims closed Northern 51,194 (DR 30) 121,683 (DR 15) 70,489 in 2019-20 rail periods 8- Southeastern 84,765 (DR 30) 150,558 (DR 15) 65,793 10 compared to the TfW Rail 5,233 (Traditional) 24,436 (DR 15) 19,203 1 Passenger Rail Performance , 2019-20 Q3 release. WMT experienced a 8.5 pp deterioration in punctuality (On Time measure) and 5.4 pp deterioration in reliability (cancellations measure) in 2019-20 Q3 (Oct-Dec) compared to Q3 last year.

Comparison of delay compensation claim volumes between train operators and percentage changes to the previous year should be treated with caution. This is due to different thresholds to claim compensation between each delay compensation scheme and the different number of services for each train operator. A number of train operators have changed delay compensation scheme since the time-series began in 2018-19 so some comparisons must be treated with caution. The volumes below have not been normalised by passenger journeys.

Delay compensation claims volumes, Great Britain, 2019-20 P8-10

Delay compensation claims volumes, % change on 2019-20 rail periods-6000-5960-5920-5880-5840-5800-5760 -5720-5680-56408-5600-5560-5520-5480-5440 -5400-5360-5320to-5280-5240-5200-5160-5120-5080-5040-5000-4960 -4920-4880-484010-4800-4760-4720-4680-4640-4600-4560-4520-4480-4440-4400-4360-4320-4280-4240-4200-4160-4120-4080-4040-4000-3960-3920-3880-3840-3800-3760-3720-3680-3640-3600-3560-3520-3480-3440-3400-3360-3320-3280-3240-3200-3160-3120-3080-3040-3000-2960-2920-2880-2840-2800-2760-2720-2680-2640-2600-2560-2520-2480-2440-2400-2360-2320-2280-2240-2200-2160-2120-2080-2040-2000-1960-1920-1880-1840-1800-1760-1720-16802018-1640-1600-1560-1520-1480-1440-1400-1360-1320-1280-1240-1200-1160-1120-1080-1040-1000-960-920--880-840-80019-760-720-680-640-600-560-520-480-440-400-360 -320-280-240P8-200-160-120-80-4012040160800200-24028032010360400440480520560600640680720 Nationally there were 1.8 million delay TfW Rail 24,436 367 compensation claims dealt 226,915 357 72,454 276 with during 2019-20 rail 3,197 179 periods 8-10. This Northern 121,683 138 represents almost 608,000 Great Western Railway 96,523 136 more claims than the Southeastern 150,558 78 equivalent periods last year. TransPennine Express 83,772 76 *Avanti West Coast 171,691 75 Overall, 18 train operators Grand Central 2,844 69 7,707 68 dealt with more claims in Greater Anglia 143,183 64 2019-20 rail periods 8-10 CrossCountry 49,850 58 than the same time last North Eastern Railway 126,890 54 year. A number of these 4,093 44 operators have moved to 10,360 21 DR 15 over the past year, TfL Rail 1,870 20 which means more Railway 279,495 2 passengers have become 178 -18 South Western Railway 190,866 -22 eligible to claim ScotRail 27,008 -38 compensation (please see 2,127 -46 the table on page 2). 3,160 -56

0 50,000 100,000 150,000 200,000 250,000 300,000 350,000 400,000 450,000 500,000 Notes: 1). East Midlands Railway took over the franchise from 18 August 2019 (start of rail period 6). From 18 August 2019 onwards, East Midlands Railway is operating the DR 15 scheme instead of DR 30. 2). Great Western Railway operates the DR 15 scheme with some season tickets on a traditional charter scheme. 3). From 11 September 2019 onwards, Southeastern is operating the DR 15 scheme instead of DR 30. 4). * Avanti West Coast replaced West Coast as the operator of the InterCity West Coast franchise on 8 December 2019.The Avanti West Coast data in this release includes data for both operators (Virgin Trains West Coast between 1 October to 7 December 2019, and Avanti West Coast from 8 December 2019 onwards). From 8 December 2019 onwards, Avanti West Coast will be operating the DR 15 scheme instead of DR 30. 5). c2c, Northern and Avanti West Coast operate Automatic Delay Repay on some tickets, with other operators providing automated Delay Repay: See the notes on page 5 for further details on these schemes. 6). From 2 February 2020, TransPennine Express is operating the DR 15 scheme instead of DR 30.

For up-to-date information on delay compensation schemes, please see the train operator’s website or the National Rail Enquiries website. The table below shows the delay compensation schemes used by train operators for rail periods 8-10 2019-20. All other train operators not listed run DR 15. The following information is accurate as far as ORR know at the time of publication.

Operator Current delay scheme Operator Current delay scheme Caledonian Sleeper Delay Repay (DR 30) LNER Delay Repay (DR 30) Chiltern Railways Traditional London Overground Traditional CrossCountry Delay Repay (DR 30) Merseyrail Traditional Grand Central Traditional ScotRail Delay Repay (DR 30) Heathrow Express Delays of 15+ mins TfL Rail Traditional Hull Trains Traditional TransPennine Express Delay Repay (DR 30)

Delay compensation claims response rate within 20 working days, Great Britain, 2019-20 P8-10

Overall, 98.4% of delay compensation claims were closed within 20 working days.

There were 18 out of 23 train operators which either increased or maintained their response rate within 20 working days compared to the same three periods last year, with 5 operators having a lower response rate compared to the same rail periods last year.

*Avanti West Coast replaced Virgin Trains West Coast as the operator of the InterCity West Coast franchise on 8 December 2019.The Avanti West Coast data in this release includes data for both operators (Virgin Trains West Coast between 1 October to 7 December 2019, and Avanti West Coast from 8 December 2019 onwards). The P10 figure (8 October 2019 to 4 January 2020) for Avanti West Coast show 100% of claims were closed within 20 working days. Delay compensation claims approval rate, Great Britain, 2019-20 P8-10 Delay compensation claims approval rate, Percentage point 2019-20 rail periods 8 to 10 change on -250.0-210.0-170.0-130.0-90.0 -50.02018--10.019 P830.0-10 Overall, 84.4% of delay CrossCountry 98.2% 0.5 Merseyrail 95.5% -4.0 compensation claims were London North Eastern Railway 91.9% 4.9 approved by train operators. Caledonian Sleeper 91.6% -5.4 TfW Rail 90.5% 0.8 There were 14 out of 22 train Southeastern 90.4% 13.4 London Overground 88.5% 16.2 operators which either Greater Anglia 88.4% 5.0 increased or maintained their West Midlands Trains 87.5% 0.2 approval rate within 20 Avanti West Coast 85.7% 0.5 working days compared to the East Midlands Railway 84.8% 1.2 same three periods last year, Hull Trains 84.6% -9.6 c2c 84.5% -0.6 with 8 operators having a 84.2% 2.9 lower approval rate compared ScotRail 82.4% 0.5 to the same rail periods last South Western Railway 82.3% 0.9 Chiltern Railways 78.1% 12.9 TransPennine Express 74.0% -4.9 TfL Rail are excluded from this graph Great Western Railway 72.3% -11.6 due to data quality issues with their Northern 71.9% 1.6 claims approved data. ORR expect Grand Central 49.8% -9.4 the data issue to be resolved with the Heathrow Express 27.6% -18.8 0 1 1 2 2 3 next release due out on 25 June 2020.

Type of schemes: The most popular delay Frequently asked questions: compensation scheme is Delay Repay. Delay How are several claims on one form recorded? Repay is a national scheme train operators use to If a passenger submitted several journeys on one delay compensate passengers for delays. For those compensation form, then each journey is counted as a operators using the Delay Repay scheme, all ticket claim. types are covered and passengers can make a claim for delay compensation whatever the cause Are discretionary compensation payments or of disruption. There are two types of Delay Repay enhanced compensation claims included? schemes available: These statistics include claims for delays only, and exclude discretionary compensation payments made Delay Repay 30 (DR 30): Passengers can claim following complaints of poor service (for example, compensation if the train is delayed by 30 minutes compensation due to wi-fi not working). Some or more. Passengers delayed between 30 and 59 operators may also provide enhanced or additional minutes are entitled to 50% of the cost of a single compensation during periods of extended disruption, ticket, and if the passenger is delayed by 60 but these claims are not included within these minutes or more, the passenger is entitled to a statistics. 100% refund of a single ticket. If delayed 120 minutes or more the passenger can claim the cost Are Automatic Delay Repay claims included? of a return journey if they have a return ticket. Automatic Delay Repay is when a passenger is automatically compensated when their journey is Delay Repay 15 (DR 15): Passengers can delayed within the timescales to be eligible for additionally claim compensation if the train is compensation. Northern and Virgin Trains West Coast delayed by 15 minutes or more. DR 15 allows a offer Automatic Delay Repay if the passenger has passenger to claim 25% of the cost of a single booked through their website or app and has an ticket if they are delayed between 15 and 29 advance ticket. c2c offers eligible passengers with a minutes. Eight train companies operated this registered smartcard 3p back per minute for delays of scheme from the beginning of 2019-20, with East between two and fourteen minutes - These c2c Midlands Railway, Southeastern and Avanti West automatic compensation volumes are not included Coast moving to this scheme during 2019-20. within these statistics.

Other schemes (traditional schemes): A small Are Automated Delay Repay claims included? A number of operators run other schemes which are number of operators now provide automated Delay different to Delay Repay. Often these schemes Repay where they automatically advise passengers have different timeframes to be eligible, and who use smartcards and/or buy advance tickets that compensation can vary between each schemes. they may be eligible for compensation by generating a Compensation may not be available if the delay is delay repay claim for them. The passenger has to then caused by an event outside the operators control. login to the system and confirm that the claim is correct. Only claims which are confirmed by the passenger are included within these statistics.

Key findings from Other sources of delay compensation information: research (March 2018) on ‘Rail Delays and Compensation’ ORR publish statistics on rail passenger complaints which shows 8.3% of all complaints nationally were about delay Compensation claims: The research showed only compensation schemes in 2018-19. 39% of eligible passengers claimed for a 30 minute or longer delay, and only 18% of eligible passengers Furthermore, appeals to the Rail Ombudsman on delay claimed for a 15 minute delay. compensation schemes, such as appeals on claims which

are rejected or the claims process, are most appealed Satisfaction with speed of payment: 69% of complaint category. claimants were satisfied with the speed of payment.

The Department for Transport (DfT) publishes Claim rate: The proportion of passengers compensation amounts paid by train operators to claiming compensation is strongly correlated to the passengers from 2009-10. The DfT figures are not price of their ticket: 52% of passengers who paid over comparable to statistics given here due to the different £40 claimed compensation, compared to 25% when time periods involved, changes to delay compensation the ticket was £5 or less. The research also found the schemes and franchises from previous years, and the fact longer the delay, the more likely the passenger is to DfT figures include discretionary compensation payments claim compensation. made following complaints of poor service.